The problem

At a MUP, APR or opština counter you have to explain what you need, the clerk guesses which procedure applies, asks for papers and types the data by hand.

The proposal

The eUprava app gives you a personal QR code for each case. The clerk scans it and the system instantly opens your specific case: what you filed, what is missing and what comes next. You do not have to explain anything, and the clerk only asks specific follow-up questions. The same principle works in every state office, from MUP and APR to the pošta.

The problem

Already exists: eID has three ways to log in: a password, the ConsentID app and a qualified certificate (chip ID card or cloud certificate). Problem: for the higher level the activation code is collected at a counter or via a certificate, and three levels confuse people.

The proposal

Just two levels. Basic: email and a document scan. Full: identity confirmed by a bank, a chip ID card or the pošta, under the eIDAS standard, with no counter visit. Foreigners get basic access at once and full access with residence.

eID portal: prijava lozinkom, aplikacijom ConsentID ili sertifikatom

The problem

Already exists: ConsentID, a separate state app for login and cloud signing. Problem: it is activated with a code from a counter or via a certificate, and for many people it is one more app and one more step.

The proposal

Standard two-factor authentication (SMS or a TOTP app) and Passkey, as with Google and Apple, plus biometrics in the eUprava app. ConsentID can stay only for qualified signatures.

eID portal: prijava lozinkom, aplikacijom ConsentID ili sertifikatom

The problem

eUprava already has a document authenticity check: scan the QR code or enter the data by hand, no login needed, and you get the authentic document. But it covers only some documents, so diplomas, contracts and certificates are still checked with phone calls and stamps.

The proposal

Extend the existing service to every new document issued by any state body: ID documents, diplomas, decisions, court rulings, certificates, notarial deeds. One QR format on every document opens a gov.rs page with the data and status: valid, revoked or expired. The page is in Serbian and English, and banks and employers get an open API, so a document is checked in two seconds, with no calls and no extra certificates.

eUprava: provera autentičnosti dokumenata

The problem

Logging into eUprava on a phone still means passwords, codes and extra apps.

The proposal

Log in and sign requests with fingerprint or face, like in any banking app. The phone already knows it is you; the state only needs to use that.

The problem

A foreigner who gets residence often has to open a new account and a new email to reach a higher access level.

The proposal

One account tied to the personal number (EBS). When a person gets residence or citizenship, the account is automatically upgraded, with no new registration and no lost history.

The problem

Already exists: eSanduče on the eUprava portal and a separate eSanduče app, and now the eUprava mobile app as well. Problem: these are separate channels and accounts, so people do not open the mailbox and miss decisions and deadlines.

The proposal

eSanduče becomes part of the eUprava app, with a push notification and email for every new letter, a receipt confirmation and a reminder before the deadline. If a letter stays unread, the system reminds you.

Danas: rešenja katastra u eSanduče · App Store: aplikacija eSanduče

The problem

Some state services work only on a Windows PC, with special software and card readers.

The proposal

Every service works in a normal browser on phone, Mac, Linux and Windows. One design system for all state websites, so everything looks and works the same.

The problem

Passport and ID appointments are booked weeks ahead, and the system opens only 30 days.

The proposal

A real online waiting list instead of “no slots”: the system offers the first free slot and alerts you if an earlier one opens. Online renewal and delivery by post to your home.

BBC na srpskom / Danas: redovi za pasoše i lične karte

The problem

To see a doctor you call the health centre, the line is busy, and for a specialist you go in person for a referral.

The proposal

One app for all appointments: GP, specialist, lab. Electronic referral, a reminder the day before and cancellation in one tap.

The problem

Notifications get lost, CROSO and NSZ data do not match, and the legal 15-day deadline is ignored.

The proposal

One portal for foreigners: application status, deadlines, document checklist and all notices in one place, in Serbian and English. Data is synced between agencies automatically.

Biznis.rs: izazovi pri zapošljavanju stranaca

The problem

Foreigners, investors and tourists cannot use most state websites without a translator.

The proposal

Every state service available in English, with other languages possible. Forms, guides and support answers, not only the home page.

The problem

Nobody knows how long each service really takes or which offices perform badly.

The proposal

A public dashboard: average waiting time, number of requests, citizen ratings, for every office. State software is open source, with rewards for reported bugs (bug bounty).

The problem

A citizenship application can wait for years with no information. eDržavljanstvo (since 2023) covers only the certificate and child admission, and needs ConsentID.

The proposal

Every application has an online status and a clearly visible maximum deadline. The applicant sees the current stage and who is handling the file.

N1: eDržavljanstvo na portalu eUprave

The problem

Pregnancy and maternity leave payments are late, and the woman does not know where they are stuck.

The proposal

eBolovanje (since 1 January 2026, already 230,000 e-doznake, electronic sick notes) gets a payment status: calculated, sent, paid. If it is late, you see who is holding it.

021: 230.000 elektronskih doznaka · N1: zašto kasni isplata trudničkog bolovanja

The problem

Kindergarten enrolment is a lottery: in Belgrade alone, 2,165 parent complaints in one week (2020).

The proposal

A public online list with points and the child's position, without names. Parents see exactly why the child is ranked there and when a place opens.

Novosti: 2.165 žalbi pri upisu u vrtiće

The problem

Already exists: the ePlati system (plati.euprava.gov.rs): a fee is paid online with a unique reference number, and the institution sees the payment itself, with no paper proof. Problem: you still fill in the payment slip yourself (payee, amount, purpose), and automatic filling and bundling of fees are planned only from 2027.

The proposal

Speed up the second phase: the fee is calculated and paid inside the application itself by card, IPS QR or banking app. All fees of one procedure in one payment, with no payment slips and no proof of payment.

NALED (jun 2026): ePlati danas i plan za 2027.

The problem

A pothole, a broken streetlight or a question about a document: nobody knows whom to contact, phones go unanswered, and reports and questions vanish without a reply.

The proposal

One chat in the eUprava app. You report a city problem with a photo and location, ask about any state service, or get redirected to the right office. Answers from the responsible offices arrive in the same chat, in plain human language, without bureaucracy. Every report has a status and a deadline, and a public map shows what has been fixed. No more unnecessary phone calls, while the phone line stays for those who need it, in Serbian and English.

The problem

Already exists: Srbijavoz sells tickets online and in its app, and Polazak.rs has timetables and online tickets for international bus lines. Problem: for most domestic buses you still buy the ticket at the station counter, and an online ticket often has to be printed.

The proposal

One ticketing system for all bus carriers and stations: timetable, card payment and a ticket on your phone, no printing. Station charges (peronska karta) included in the price.

Polazak.rs: česta pitanja (onlajn karte za međunarodne linije)

The problem

Already exists: in Belgrade the Parking servis app with online payment. Problem: SMS parking works only with a Serbian number, the app has to be installed and registered, and every city has its own rules and apps, so tourists and foreigners struggle to pay.

The proposal

Every parking spot or zone has a QR code. You scan it or open one website, for example parkovka.gov.rs, enter the zone number and your licence plate, choose the time and pay with Apple Pay or Google Pay. Leave a phone number and a free SMS reminds you before parking expires, or choose email, which is even cheaper.

Biznis.rs (jul 2024): manjak parkinga i aparata za kartice · N1 (maj 2021): aplikacije za plaćanje parkinga u Beogradu

The problem

Much at the pošta is still done on paper and by hand: notices, forms, payments, and the queue at the branch drags on.

The proposal

Fully digitalise everything still on paper. A proper Pošta Srbije mobile app where every step, from tracking to payment, is simple and in the same design as other state services. Branches get scanners and digital processes, so a service takes a few minutes.

The problem

Today you bring a paper notice, the clerk types the data into the system by hand, then takes your lična karta (ID card) and copies it. Every service at the post office starts from scratch.

The proposal

In the Pošta Srbije app every parcel has a pickup QR code. You log into the app via eUprava with two-factor authentication, so the QR code is verified in advance. The clerk scans it and instantly sees which parcel it is, where it is and how to hand it over: nothing is typed by hand. If extra confirmation is needed, a four-digit code arrives on your phone. The same QR works for payments and other state services at the post office. ID only when a customs duty or fee must be paid, and as a separate step.

The problem

Nobody knows how customs duty and PDV (VAT) are calculated, the declaration is filled in at the counter (since 23 February 2026 Pošta Srbije charges for it), and the postman at the door wants cash.

The proposal

You fill in the declaration in the app: where the parcel comes from and what is inside. A public calculator shows how duty, PDV and fees are calculated, and everything is paid online in advance. If something still has to be paid at the door, the postman's app instantly creates an NBS IPS QR code and the recipient pays on the spot from a banking app.

021: Pošta Srbije uvela naplatu carinske deklaracije

The problem

Parcels sit at customs for over 35 days, and there is no legal deadline for clearance. Everything is manual, so customs is overloaded.

The proposal

Target: 99.9% of parcels cleared within one working day of arrival. This is affordable because the declaration and payment are already online and in advance. The system is almost fully automated, and you can appeal the automatic decision so a human reviews it. Complex cases are handled online, and if needed you can come in person with documents. Less work for customs, faster and easier for everyone.

Kurir: pošiljke na carini i više od 35 dana

The problem

Already exists: electronic registration of a preduzetnik (sole trader) and, since December 2023, an online deregistration request on the APR portal. Problem: closure still takes time, and the final tax assessment often arrives 2–3 months after deregistration, so people do not know what they owe.

The proposal

Through a reform of APR and Poreska uprava, opening and closing take one day, as in Georgia (registration and deletion in 1 working day) and Estonia (online deletion). On closing you see the final tax and pay it at once, with no decision months later. Larger firms missing a monthly report pay what is calculated now and top up the difference after the report.

NAPR (Gruzija): takse i rokovi, registracija i brisanje za 1 radni dan · RIK (Estonija): brisanje firme onlajn · Biznis.rs (dec. 2023): APR, onlajn promene i brisanje preduzetnika

The problem

Electricity, water, heating, waste and taxes: each bill arrives separately with its own customer number and is paid separately. It is hard to see what has been paid.

The proposal

In a single payments section of eUprava you link all your customer numbers and state obligations, and every bill is pulled into one place automatically. You pay right there with Apple Pay, Google Pay, a card or NBS IPS QR. It is instantly clear what is where and what is paid. No big rebuild is needed, because this data already exists and flows through Serbian systems.

The problem

At the opština, katastar or pošta you come early and queue with no guarantee you will be served at all.

The proposal

If an office has, say, three counters, two work by online booking only: you pick a convenient slot in advance, the time is reserved for you and it is clear what you need, so you do not lose the whole day. One counter serves a live queue for urgent cases and for people who do not want or cannot use online services. Nobody is left out, and the service becomes faster and more personal.

The problem

The tax portal is outdated, Serbian-only, and nobody fixes translation errors.

The proposal

A new Poreska uprava portal in Serbian and English, with other languages. A “report a translation error” button on every page.

The problem

Property tax, local fees, contributions: each has its own account, reference and payment slip.

The proposal

One page with all obligations to the state and the city. One button or one IPS QR code pays everything at once.

The problem

The local eko-taksa (eco-tax) is paid separately, people do not know about it and get interest charges.

The proposal

The eko-taksa becomes part of the single tax page, with a reminder and automatic calculation.

The problem

Instant QR payments (NBS IPS) are not available to non-residents in many banks.

The proposal

Every bank client, resident or not, can pay with IPS QR and receive instant transfers.

The problem

Already exists: the NBS Prenesi service: money is sent to a mobile phone number in most banking apps within seconds. Problem: electricity, water and fee payments still need an account number, poziv na broj (reference) and payment code.

The proposal

Pay bills with just the customer number, company and amount, like an alias in UPI (India) or Pix (Brazil). Extend Prenesi to payments to companies and the state by a simple alias: PIB (tax ID), customer number or case number.

NBS IPS: usluga Prenesi, plaćanje na broj telefona

The problem

Already exists: since 2016 the ZUP (Law on General Administrative Procedure, Arts. 9 and 103) obliges offices to obtain data themselves from official records, and eZUP links 18 databases of eight institutions: civil registers, MUP, Poreska uprava, PIO, NSZ, CROSO, RGZ and the judiciary. Problem: the rule is not followed everywhere and many registers are not in eZUP, so people still carry certificates and pay up to €50 for a list nepokretnosti (property sheet).

The proposal

Every register in eZUP, including local ones and public companies. A clerk who asks for a paper the state already holds must justify it in writing, and the citizen can complain online. How we measure success: public statistics per office on how many certificates are issued only to be carried to another office.

Novosti: list nepokretnosti do 50 € umesto 0 din · Pravni portal: ZUP čl. 9 i 103, organ sam pribavlja podatke · MDULS: reforma upravnog postupka i eZUP (18 baza, 8 institucija)

The problem

Registration in the katastar takes months and nobody knows whose turn it is. In 2020 RGZ reported 23,924 suspended requests sent by notaries (the notaries' chamber disputes this).

The proposal

Every case has an online status and a place in a public queue. You see how many cases are ahead of you and when to expect a decision.

N1 (okt. 2020): RGZ zaustavio 23.924 zahteva od notara, komora osporava · 021: postupak „Svoj na svome” ide sporo

The problem

Already exists: since 2019 the eBeba service (“Bebo, dobro došla na svet”): at the maternity ward the birth, prebivalište (residence) and health insurance are registered at once, and the roditeljski dodatak (parental allowance) is applied for. Problem: only birth works this way. A wedding, a death in the family or a move still mean many counters and papers.

The proposal

Extend the eBeba principle to other life events: wedding (new surname in every register and document), death (pension, health insurance, inheritance, bills) and moving house. One application, and the office notifies the others itself. How we measure success: counters and papers per event.

Danas (feb. 2019): sistem „Bebo, dobro došla na svet” (eBeba)

The problem

Over 75,000 people are on RFZO waiting lists (July 2023), and the lists are unclear and disconnected.

The proposal

One national list for all hospitals, with your position and an estimated date. If a slot opens in another city, the system offers it.

Danas: preko 75.000 građana na listi čekanja RFZO

The problem

Serbia has lost about 1,800 doctors, and 30% of vacancies are decided by a government commission, not the hospital.

The proposal

All public-sector vacancies published online, with criteria, scores and the reason for each choice.

N1: partijsko zapošljavanje i liste čekanja

The problem

Already exists: professional recognition of a diploma for work is done by the Agencija za kvalifikacije (ENIC/NARIC): applications are electronic only, and for most foreign faculties it takes 8 days on average. Problem: academic recognition for further study is done by each faculty with its own procedure, certified translations and visits in person.

The proposal

One online procedure for academic recognition too, at every university, with a legal deadline and a status. A public list of foreign programmes already assessed, so the same programme is not checked again. Originals only when the office cannot verify the diploma electronically.

Welcome to Serbia: priznavanje diploma (Agencija za kvalifikacije, u proseku 8 dana)

The problem

When you lose your wallet, you go to the police and then to several counters for each document.

The proposal

One online report of loss or theft cancels all documents and immediately starts issuing new ones.

The problem

Spouse and children each file separate applications with the same documents.

The proposal

One family application: documents are submitted once and the decision covers every member.

The problem

The legal deadline is 60 days, yet 10% wait up to 5 months. Temporary decisions later demand repayments.

The proposal

Service records ready in advance, the pension is calculated automatically, and the citizen sees the status and calculation.

Kurir: koliko se čeka na prvu penziju · 021: PIO fond greši, penzioneri vraćaju novac

The problem

For child allowance and other benefits you gather papers the state already holds.

The proposal

The state checks eligibility itself from its own data and offers the benefit. The citizen just confirms.

The problem

Results from public and private labs and hospitals are on paper or in different systems. When you move from a private clinic to a public one or back, you carry everything yourself and often repeat tests.

The proposal

One eZdravlje API that connects every lab and healthcare provider in Serbia, public and private. Results, scans and reports are exchanged in a simple format, for example PDF, so the doctor instantly sees what has been done. Everything only with your consent: once, in advance, in the eUprava app under “Dozvole” (permissions) you allow providers to see your data, and only during a visit.

The problem

Separate medical certificates are required for driving, work, sport and firearms.

The proposal

One digital check-up is valid wherever the requirements are the same, and offices verify it themselves.

The problem

Small businesses with low turnover prefer cash because card fees look expensive. According to the taxi association (July 2024), about 90% of taxis have a terminal, yet drivers still ask for cash. A large share of turnover stays in the grey economy.

The proposal

The state agrees lower fees with banks for small businesses, for example up to 1% for NBS IPS QR (per NBS, banks already offer 0.3–0.5%) and up to 1.7% for cards via terminals. On top of that, a state programme reimburses these costs for small firms. Accepting cashless payments becomes worthwhile, cash transactions move into the open, and the grey economy shrinks.

Biznis.rs (jul 2024): manjak parkinga i aparata za kartice · NBS IPS: troškovi prihvatanja instant plaćanja za trgovce

The problem

Already exists: SEF, the mandatory and free e-invoicing system. Problem: according to the Zaštitnik privrednika association and the Accounting Chamber (Feb 2024), VAT records in SEF have over 250 fields and duplicate work. For comparison, the EU VAT Directive requires about 15 mandatory details on an invoice, and only 5 on a simplified one.

The proposal

Fill VAT records automatically from invoices already in SEF, so the business only confirms them. For small amounts a simplified invoice on the EU model, templates and links to accounting software. Less manual entry means fewer errors and lower costs.

Danas (feb. 2024): SEF i evidencija PDV-a od preko 250 polja · EU direktiva o PDV-u 2006/112, čl. 226 i 226b: obavezni podaci na fakturi

The problem

A company sends the same data to the Poreska uprava, the statistics office, APR and the funds.

The proposal

One report, and agencies pull the data they need.

The problem

Connecting to electricity, water or gas takes an unpredictable time.

The proposal

An online application with price, deadline and status, and an automatic penalty for delays.

The problem

For an apostille you go in person to the osnovni sud (basic court) with the original and a copy, on working days until 3 pm, and pay 3,100 dinars per document. For the diaspora and foreigners this means a trip to Serbia or a middleman.

The proposal

Request the apostille online in eUprava and receive an electronic apostille under the Hague Conference e-APP programme, with a public e-register where anyone can check it is genuine. For documents the state already holds electronically (extracts, certificates, diplomas) the apostille arrives instantly, with no trip to court. Dozens of countries, from Ukraine and Armenia to France and Japan, have already reported e-APP implementation.

Prvi osnovni sud u Beogradu: apostil, lično, takse · HCCH: obaveštenja država o primeni e-APP (elektronski apostil)

The problem

Physical cards get lost and must be carried for every check.

The proposal

A digital ID and residence card on the phone, following ISO 18013-5 and the EU EUDI wallet, with the same legal force as the card.

The problem

A foreigner must register their address within 24 hours of arrival and after every move, and landlords and hotels must report them to the police. It means stress for people, work for landlords and piles of paper for the police, without adding security the border does not already provide.

The proposal

Fully abolish mandatory registration of stay for foreigners, on paper and online. It is a relic of the past. The border police already have an entry and exit database: who entered, when, and how many days they may stay visa-free or on a visa. That is enough, simpler and safer. Kazakhstan (2020) and the UK (2022) have already dropped such a requirement.

MSP Srbije: prijava boravka stranaca u roku od 24 časa · Astana Times: Kazahstan ukida obaveznu registraciju za boravak do 30 dana (2020) · Lewis Silkin: UK ukida prijavu stranaca policiji (2022)

The problem

Already exists: the legal deadline is 30 days for temporary residence and 15 days for the single permit (residence and work), and applications go through the Welcome to Serbia portal. Problem: foreigners and employers report that decisions run late, and the status of an application is not visible.

The proposal

Not a new deadline but keeping the existing one: an online status step by step and automatic notifications. If the deadline passes, the person gets a temporary electronic confirmation of lawful stay. How we measure success: the public share of applications decided on time.

Welcome to Serbia: privremeni boravak i jedinstvena dozvola, rokovi 30 i 15 dana · Biznis.rs: izazovi pri zapošljavanju stranaca

The problem

Anyone who needs a document urgently has no legal way to get it faster, so they look for “connections”.

The proposal

Three official speeds: standard 30 days, 15 days for +50% and 7 days for double the fee. The money goes to the office budget, not into someone's pocket. This already works in Georgia, for example: a passport in 10 working days costs 150 lari, in 24 hours 300, same day 350. The UK offers a passport in one week (fast track) or one day (premium) for a higher fee.

SDA (Gruzija): rokovi i takse za pasoš · GOV.UK: hitno izdavanje pasoša (fast track i premium)

The problem

Under the Zakon o deviznom poslovanju (Foreign Exchange Act) a foreigner is a non-resident in the first year of stay, even with a residence permit. After that the bank still wants proof of address for the last year, in practice a MUP certificate: another counter, another fee and more work for MUP.

The proposal

Two steps. 1. Amend the Zakon o deviznom poslovanju: an approved temporary or permanent residence immediately means resident status, because the state has already vetted the person. 2. Electronic check: the bank verifies the residence permit online, via eUprava or a QR code, with no certificate. Note: this is foreign-exchange residency; tax residency still follows the tax rules.

Welcome to Serbia: račun u banci za rezidente i nerezidente

The problem

Notary fees keep rising (point value from 150 to 180 dinars, some services from 600 to 1,440), and even simple matters need a visit.

The proposal

Simple certifications and contracts online, with video identification. A public price calculator for every service.

N1: novi cenovnik notara 2025

The problem

At the end of 2024 there were 1,042,252 pending cases, 221,305 older than 3 years and 9,498 older than 10 years.

The proposal

Filings, service and hearings online, a public status for every case and automatic assignment of judges.

Vrhovni sud: godišnji izveštaj o radu sudova za 2024.

The problem

Already exists: under the Zakon o matičnim knjigama (Art. 82), extracts have no expiry date, and since December 2022 e-extracts are free. Problem: banks, courts, embassies and other offices still demand an extract “not older than 6 months”, so the same paper is ordered again and again.

The proposal

Apply the law consistently: no office may ask for a “fresh” extract. If the latest data is needed, the office checks the register itself through eZUP. For foreign institutions the extract carries a QR check and an English note that it has no expiry. How we measure success: how many extracts are re-issued for unchanged data.

021: e-izvodi iz matičnih knjiga bez takse · Zakon o matičnim knjigama, čl. 82: izvodi nemaju ograničen rok važenja

The problem

Many applications still require a copy certified by a notary or the municipality.

The proposal

Abolish certified copies for state offices. The original is checked via the register or the QR code.

The problem

Updating an address on all documents costs up to 10,000 dinars, and the police say it cannot be done via eUprava.

The proposal

The address is changed once online, and the new one flows automatically to all registers and documents.

021: promena adrese u svim dokumentima do 10.000 din

The problem

Probate takes about 3 months at a notary, and years in court.

The proposal

Simple, undisputed cases online, with data pulled automatically from the cadastre and banks, and a clear deadline.

Kurir: koliko košta ostavinski postupak

The problem

Every power of attorney needs a notary, even for simple matters.

The proposal

An electronic power of attorney in eUprava: grant, limit and revoke it in one click.

The problem

After registration and compulsory autoodgovornost (motor liability) insurance you still have to collect a sticker and papers, although the state already has all the data. Drivers carry them only to show at a check.

The proposal

Change the law and drop the sticker requirement. Registration and insurance data live in eUprava, and traffic police get an eUprava staff app: by licence plate they instantly see whether insurance is paid. The database is preloaded and works offline, and with a connection it checks the latest status, for example that insurance expires today. The UK abolished its paper disc in 2014 and checks vehicles with cameras and an insurance database; Ireland is abolishing its disc by law.

GOV.UK: ukidanje papirnog poreskog diska (2014) · MIB (UK): policija i kamere proveravaju osiguranje u bazi MID · Gov.ie: zakon o ukidanju papirnog diska (2024)

The problem

For a doctor, pharmacy or job you carry a separate zdravstvena kartica (formerly the knjižica, the health insurance booklet), plus a pile of other papers. Foreigners first have to figure out how to get one at all.

The proposal

Abolish the separate zdravstvena kartica as a physical document. Insurance is linked to the JMBG, ID card or passport, and the proof is a QR code in the eUprava app. When needed, you show and confirm your status from eUprava, and most documents are loaded there automatically. No pointless paper collecting, for citizens and for foreigners, who register for insurance online.